Re: Japanese companies don’t adopt SIX SIGMA / ISO - Still they are leading in Qualit
If you ask 6S practitioners for a review of failures, you might not get a response that candidly represents the method's risks. Admitting such a thing, IMO, would be outside the 6S credo.
The 1.5 shift, as Jim pointed out, is a big contributor to that risk of fact. It looks like a sleight of hand to purists like me. But it's accepted methodology for 6S. Why would they need to allow that shift if the method is so sound by itself?
Privately contact Bev if you want some practical testimonials. I've been introduced to her program. I believe it is not hype, and it did not seem to resemble a talent show or magic act.
As for customer satisfaction, you are correct that it's challenging and important. However, I want to caution anyone reading that Six Sigma is not in itself a durable customer satisfaction strategy. Its design is in breakthrough projects, which can be okay if you need a pinpoint focus on serious local issues. However, nothing beats a well designed and supported customer service program with personnel empowered to take prompt action and followup to make it clear to the customer--and the service provider--that the organization is serious. When we talk about ROI, that can trump a money-driven 6S project in getting, and maintaining market share.
If you ask 6S practitioners for a review of failures, you might not get a response that candidly represents the method's risks. Admitting such a thing, IMO, would be outside the 6S credo.
The 1.5 shift, as Jim pointed out, is a big contributor to that risk of fact. It looks like a sleight of hand to purists like me. But it's accepted methodology for 6S. Why would they need to allow that shift if the method is so sound by itself?
Privately contact Bev if you want some practical testimonials. I've been introduced to her program. I believe it is not hype, and it did not seem to resemble a talent show or magic act.
As for customer satisfaction, you are correct that it's challenging and important. However, I want to caution anyone reading that Six Sigma is not in itself a durable customer satisfaction strategy. Its design is in breakthrough projects, which can be okay if you need a pinpoint focus on serious local issues. However, nothing beats a well designed and supported customer service program with personnel empowered to take prompt action and followup to make it clear to the customer--and the service provider--that the organization is serious. When we talk about ROI, that can trump a money-driven 6S project in getting, and maintaining market share.



